Customer Care Representative

Bank ESB • Easthampton, MA • 2h ago

Customer Care Representative Non-Retail Employee Easthampton, MA, US 22
days ago Requisition ID: 2098 Apply Salary Range: \$25.00 To \$26.00
Hourly Compensation for this position is commensurate with experience.
The posted range is intended to provide a general estimate and does not
guarantee a specific rate of pay. Overview: Responsible for maintaining
in-depth knowledge regarding a wide array of bank products, services,
regulations and data processing to provide support to customers, branch
personnel and management for a multi-bank holding company. Primary
Accountabilities / Responsibilities: Performs any functions necessary,
within scope of authority and expertise, to provide the highest level of
service and responsiveness to internal and external customers.
Responsible to answer and route calls to the appropriate
person/department that are received through the main line of the bank.
Responsible for meeting or exceeding customer service standards that are
set forth by the department and/or bank. Requires discretionary
decision-making, interpreting guidelines and bank policies and
determination of fee refunds and reversals. Receive and resolve
questions and problems of routine too more complex in nature. Understand
department and Bank goals; participate in all established initiatives to
meeting or exceeding the goals. Acquire and employ an in-depth knowledge
of Bank products, as well as sales and customer relations? techniques by
telephone, online chat function or email to increase new and expand
existing customer accounts. Receive and resolve questions and problems
of routine too more complex in nature. Employ ownership, proper
telephone etiquette, and strong oral and written communication skills to
service the external and internal customer?s needs fully. Ensure
adequate follow up is afforded to each customer to foster positive
customer relations and promote repeat and/or expanded business. Receive
and respond to branch and other internal department questions or
requests of routine too more complex in nature. Provide guidance to all
bank employees including management in making decisions in the best
interest of the bank and the customer. When applicable make decisions
with scope of authority and/or process supervisor overrides for own
customers and branch personnel. Maintain a high degree of operational
knowledge of all Bank products and services, deposit account
regulations, transaction procedures and corresponding technology. Obtain
necessary information and complete required paperwork to ensure customer
product needs are transacted completely, such as check orders, research,
change of address, stop payment request, etc. Document all calls in the
call tracking system with appropriate comments to keep management
apprised of call activity. Identify and escalate priority issues to
management. Position Requirements High School diploma. 1-2 years of bank
experience. Knowledge and understanding of the Bank?s retail products.
Good customer service and organizational skills. Attention to detail and
ability to rotate a wide variety of duties. Able to use various office
equipment, including PC?s. Able to travel to various ATM locations. May
be required to work extended hours or weekend. An Affirmative
Action/Equal Opportunity Employer of protected veterans and individuals
with disabilities. Applicants for employment are considered without
regard to race, creed, color, religion, sex, gender identity, sexual
orientation, marital status, genetic information, national origin, age,
disability, status as a veteran, Vietnam Era Veteran, or being a member
of the Reserves or National Guard. Also, it is unlawful in Massachusetts
to require or administer a lie detector test as a condition of
employment or continued employment. An employer who violates this law
shall be subject to criminal penalties and civil liability.

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